In this article

Use the troubleshooting portal to help users at your company

In this article

The troubleshooting portal lets help desk operators and Intune administrators view user information to address user help requests. Organizations that include a help desk can assign the Help desk operator to a group of users. The help desk operator role can use the Troubleshoot pane.

The Troubleshoot pane also shows user enrollment issues. Details about the issue and suggested remediation steps can help administrators and help desk operators troubleshoot problems. Certain enrollment issues aren't captured and some errors might not have remediation suggestions.

Areas of troubleshooting dashboard

The name of the currently selected user. Click Change user to choose a new user.

3.

User status

Displays the status of the user's Intune license, number of devices, each device compliance, number of apps, and app compliance.

4.

User information

Use the list to select the details to review in the pane. You can select:

Client apps

Compliance policies

Configuration policies

App protection policies

Enrollment restrictions

5.

Group membership

Shows the current groups the selected user is a member of.

Client apps reference

The apps that are running devices

managed by Intune and Azure Active Directory (AD)

owned by users managed by Intune and Azure Active Directory (AD).

Properties

The properties of client apps.

Property

Description

Name

The name of the application.

OS

The operating system installed on the device.

Type

You can choose an assignment type for each app. Available - Users install the app from the Company Portal app or website. Not Applicable - The app is not installed or shown in the Company Portal. Uninstall - The app is uninstalled from devices in the selected groups. Available with or without enrollment - Assign this app to groups of users whose devices are not enrolled with Intune.

Last Modified

The name of the type of device.

Devices

Devices managed by Intune or by users managed by Intune or Azure AD.

Property

Description

Device name

The name of the type of device.

Managed by

The timestamp the policy was modified.

Azure AD join type

The status of each of the users' app protection apps. The possible statuses for the apps are Checked in and Not checked in.

Ownership

The type of device ownership (Company, Personal, or Unknown).

Intune compliant

The name of the type of device.

Azure AD compliant

The status of each of the users' app protection apps. The possible statuses for the apps are Checked in and Not checked in.

App install

Denotes whether an app install failure or success has occurred on the individual device.

OS

The operating system installed on the device.

OS version

The Operating System version number of the device.

Last check-in

The name of the type of device.

App protection status

An app protection policy is available to mobile apps that integrate with Enterprise Mobility Solution (EMS) technologies. These policies give a baseline of protection for your corporate data when it is downloaded to mobile apps, including the Office mobile apps.

Property

Description

Status

The type of device ownership (Company, Personal, or Unknown).

App name

The name of the application

Device name

The name of the type of device.

Device type

The name of the type of device.

Policies

The type of device ownership (Company, Personal, or Unknown).

Last sync

The timestamp of the last time the device synchronized with Intune.

App protection policies reference

An app protection policy is available to mobile apps that integrate with EMS technologies.These policies give a baseline of protection for your corporate data when it is downloaded to mobile apps, including the Office mobile apps.

Properties

The status of each of the users' app protection apps. The possible statuses for the apps are Checked in and Not checked in.

Platform

The type of device ownership (Company, Personal, or Unknown).

Enrollment

The name of the type of device.

Last Update

The timestamp the policy was modified.

Devices

Devices managed by Intune or by users managed by Intune or Azure AD.

Property

Text

Device Name

The name of the type of device.

Managed By

The timestamp the policy was modified.

Azure AD join type

The status of each of the users' app protection apps. The possible statuses for the apps are Checked in and Not checked in.

Ownership

The type of device ownership (Company, Personal, or Unknown).

Intune compliant

The name of the type of device.

Azure AD compliant

The status of each of the users' app protection apps. The possible statuses for the apps are Checked in and Not checked in.

Azure AD compliant

The status of each of the users' app protection apps. The possible statuses for the apps are Checked in and Not checked in.

OS

The operating system installed on the device.

OS version

The Operating System version number of the device.

Last Check in

The name of the type of device.

Compliance policies reference

Makes sure that the devices used to access company apps and data, comply with certain rules like using a PIN to access the device, and encryption of data stored on the device.

Properties

The properties of the compliance policies.

Property

Description

Assignment

The status of each of the users' app protection apps. The possible statuses for the apps are Checked in and Not checked in.

Name

The name of the application.

OS

The operating system installed on the device.

Policy Type

The type of device ownership (Company, Personal, and Unknown).

Last Modified

The name of the type of device.

Devices

Devices managed by Intune or by users managed by Intune or Azure AD.

Property

Description

Device name

The name of the type of device.

Managed by

The timestamp the policy was modified.

Azure AD join type

The status of each of the users' app protection apps. The possible statuses for the apps are Checked in and Not checked in.

Ownership

The type of device ownership (Company, Personal, and Unknown).

Intune compliant

The name of the type of device.

Azure AD compliant

The status of each of the users' app protection apps. The possible statuses for the apps are Checked in and Not checked in.

OS

The operating system installed on the device.

OS version

The Operating System version number of the device.

Last check-in

The name of the type of device.

App protection policies

An app protection policy is available to mobile apps that integrate with EMS technologies. These policies give a baseline of protection for your corporate data when it is downloaded to mobile apps, including the Office mobile apps.

Property

Description

Status

The type of device ownership (Company, Personal, or Unknown).

App name

The name of the application

Device name

The name of the type of device.

Device type

The name of the type of device.

Policies

The type of device ownership (Company, Personal, or Unknown).

Last sync

The timestamp of the last time the device synchronized with Intune.

Configuration policies reference

An app configuration policy is available to mobile apps with vendor-specific configuration.

Properties

The properties of the configuration policies.

Property

Description

Assignment

The status of each of the users' app protection apps. The possible statuses for the apps are Checked in and Not checked in.

Name

The name of the application.

OS

The operating system installed on the device.

Policy Type

The type of device ownership (Company, Personal, or Unknown).

Last Modified

The name of the type of device.

Devices

Devices managed by Intune or by users managed by Intune or Azure AD.

Property

Description

Device name

The name of the type of device.

Managed by

The timestamp the policy was modified.

Azure AD join type

The status of each of the users' app protection apps. The possible statuses for the apps are Checked in and Not checked in.

Ownership

The type of device ownership (Company, Personal, or Unknown).

Intune compliant

The name of the type of device.

Azure AD compliant

The status of each of the users' app protection apps. The possible statuses for the apps are Checked in and Not checked in.

OS

The operating system installed on the device.

OS version

The Operating System version number of the device.

Last check-in

The name of the type of device.

App protection policies

An app protection policy is available to mobile apps that integrate with EMS technologies. These policies give a baseline of protection for your corporate data when it is downloaded to mobile apps, including the Office mobile apps.

Property

Description

Status

The type of device ownership (Company, Personal, or Unknown).

App name

The name of the application

Device name

The name of the type of device.

Device type

The name of the type of device.

Policies

The type of device ownership (Company, Personal, or Unknown).

Last sync

The timestamp of the last time the device synchronized with Intune.

Enrollment failure reference

The Enrollment Failures table lists enrollment attempts that failed. A device listed in the below table may have subsequently enrolled successfully during another attempt. Some failed attempts may not be listed. Mitigation information isn't available for all failures.

Table column

Description

Enrollment start

The start time when the user first began enrolling.

OS

The device's operating system.

OS version

The device's operating system version.

Failure

The reason for the failure.

Failure details

When you choose a failure row, more details are provided.

Section

Description

Failure details

A more detailed explanation of the failure.

Potential remediations

Suggested steps to resolve the error. Some failures may not have remediations.

Resources (Optional)

Links for further reading or areas in the portal to take action.

Enrollment errors

Error

Details

iOS Timeout or Failure

A timeout between the device and Intune due to the user taking too long to complete enrollment.

User not found or licensed

The user is missing a license or has been removed from the service.

Device already enrolled

Someone attempted to enroll a device by using the Company Portal on a device that is still enrolled by another user.